Diebold, a leading provider of self-service innovation, security and services to financial, commercial, retail and other markets, needed a mobile solution to increase efficiency and collaboration within its field services operations. As its team of field technicians grew, Diebold found a need to accelerate the training process for newer team members who lacked the deep technical knowledge to make complex repairs. Diebold wanted a mobile collaboration platform to enable newer technicians to benefit from the expertise of experienced senior team members and receive training in real time.
Delivered an ROI of approximately 250% in the first year
The deployment of Galaxy S smartphones with the Librestream Onsight application has significantly boosted the efficiency of newer technicians in the field, and reduced the need to pair less-experienced field service team members with more senior mentors. The video collaboration solution reduced in-field mentoring by 33 percent and delivered an ROI of approximately 250 percent in the first year. In addition, the solution reduced service resolution times and held first-time fix rates steady for service visits in spite of the training that was occurring simultaneously.
“Empowering our field technicians with video from the customer site would provide us with one of the tools we needed to launch this new revenue opportunity.”
— Steven Wagner, U.S. Support Manager, Diebold